指定時間サービス-音声とチャットレポート
このレポートは、レポート対象期間をさらに短い期間ごとにまとめることによって、指定された受信サービスの主要業績評価指標を提供します（例えば、 週次・月次レポートには日ごと・週ごとのメトリックが表示され、日次レポートには 1時間ごとのメトリ行くが表示されます）。
このレポートは、指定時間サービス概要 レポートの拡張バージョンであり、コール/チャットの処理フェーズに関連する追加メトリックが含まれます。 メールサービスメトリックの場合、 メールサービスレポートをご利用ください。
Note: If you run service reports for time periods when you had old or discontinued services, the names of these services will be displayed; this includes deleted services. The reports for these time periods will show that you had interactions as well as the service names you had at that time. Note that if you do not have any activity on these services within 30 days, the system will display the service names in italics; the system will not show the names at all after 90 days without activity.
Metric Descriptions
Number of Calls Received
This is the total number of calls or chats that were requested this service in the given reporting subinterval.
Received as Transfers
This specifies the number of service calls or chats received as transfers.
Self-Svc
This is the number of interactions serviced without involving a live agent (as indicated by execution of the Self-Service Provided scenario block).
Abn IVR
This is the number of interactions that were abandoned before entering the queue (i.e., while still at the IVR stage).
Abn IVR %
This is the percentage of interactions that were abandoned before entering the queue (i.e., while still at the IVR stage) out of the total number of interactions received.
Queued
This is the number of interactions that were queued. Queued means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level.
Queued %
This is the percentage of interactions that were queued out of the total number of interactions received. Queued means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level.
Abn Queue
This specifies the number of queued interactions that were abandoned at any time after the Service Level threshold. Queued means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level.
Abn Rate %
This specifies the percentage of interactions abandoned in queue and interactions abandoned after being distributed to agents before being answered out of the total number of interactions received. Note that the percentage does not include interactions abandoned in IVR or interactions abandoned within the Service Level threshold.
Answered
This specifies the number of interactions that were answered (i.e., the agent answered while the Connect Call or Connect Chat blocks executed).
Answered %
This is the percentage of interactions that were answered out of the total number of interactions received.